SLA changes and the User is not informed?
Sometimes User opens the ticket using the wrong template, it generates an SLA wrong too. When the SLA change no mail goes to the User informing you of new term. Why?
Add Catagory to Quick Create - New request
We would like to see the "Category" field added to "Quick Create - New Request" and make it a mandatory field. Also the view of this field needs to be expanded to at least 32 characters. Some of the categories defined in our organization exceed 32 characters. Thank you Kent Fischer
Interfaces showing up twice under device, one has a "new name" and one doesn't
Hi, I'm having a weird problem where some tunnel interfaces are showing up twice in the list under "All Devices -> Interface View tab". If I click on the edit symbol next to the tunnel interfaces, they both say "Tunnel16" under Interface ID for example, but in the list, one has a description or "new name" and the other one just says Tunnel16. The traffic amounts being reported for both Tunnel16 interfaces are different too so obviously there is a problem. I have had snmp ifindex persist enabled for
Folding Notes & Work logs
Making request work logs & notes collapsible & expandable would make many of our requests easier to work with as they can get VERY long. Collapsed by default. Expandable on demand. Stateful.
Change the way request links are dealt with
Maybe it's just me, but although I like the idea of linking requests when they are dealing with the same subject, I always seem to ungroup them after a short while. In fact I've stopped using the facility now. If I link two or more requests I find that the presence of the link(s) is not obvious at all, and if I click on the 'Linked' button, more often than not I just get informed of a link to a single request when maybe four or five have been linked. If I follow a link and then click the 'Linked'
Service Catalog does not always display all Service Field options
I am in the process of building out a Service Catalog and I've created a lot of new templates of late. Here's a quirk I've noticed...I've been able to work around it for now as I don't need all the fields in use...but as we push SDP further and further this could come back to be a problem. Image 1 : This shows the Service Fields I had available after filling out about 9 different service catalog entries. Image 2: This is about an hour into building templates...all of a sudden look what I
Performance Metric Widget
Hi, I have a problem with the Performance Metric Widget in a custom dashboard. I'm monitoring a custom monitor fetching numeric values through a script. The widget can show a graph when "Show polled data" is selected but if I for example select "Last 30 days" nothing is shown, it say "Data not available for the given values". If I view the monitor itself I can see history report like normal, and select both "Last 7 days" and "Last 30 days" and problably all the rest as well. So how can I make the
General Attributes vs Custom Attributes
Our Intranet has a page where users can update their own details using AD Self Service. I want to add the field ASSISTANT to the page. This is fine except that, as I cannot add this as a general attribute, it must be added as a custom attribute. This means I cannot get it to do a lookup for a valid entry for this field. (I need it to function somewhat like the MANAGER field) Can someone advise how I can get a custom attribute to do a lookup, or how I can add ASSISTANT as a general attribute?
Approval via an email
Hi All! I have a "Requester" who is approver for the one of the services in SD+. Everything is OK, that person can make approvements in SD+ portal. Just one question - is it possible to approve through an email without using a portal ? Thanks.
Traffic rounding
Hello! I'd like to know how Analyzer rounds traffic. 1 Gigabyte = 2^30 bytes or ~10^9 bytes? Thank you in advance.
Notes are not displayed correctly
Since build 7.9.00 we have the following problem with "notes" in tickets: We enter the following note: This is a test This is testline 3 This is shown correctly in the view. When i edit the note it is shown in this way: This is a test<BR><BR>This is testline 3<BR> This is not very usefull. TX
Why can not I save custom message in notification rule?
Hello! I downloaded and installed SupportCenter for windows. I enabled 30-day trial for Standard version. Next I tried make my custom message for e-mail notification, but I can't save it. When I press "Save" button, nothing to do. Other buttons as "Cancel" work properly. Is there any limitation for trial version of this software? Thank you!
Service Desk Plus - Partitioning self service for multiple customers
We run a support desk for multiple companies and want to be able to partition the self service so that only certain companies can see solutions for their staff. Is this possible with the current version? I have worked out how to configure the ticket logging to be able to have multiple compaines by using the requestor config. So was hoping I can overcome this last issue.
How to generate report for "real last logon" for a time period (from 1/2011-8/2011)?
Hello, there. I am trying to generate a report for real last logon for a specific timeline. There is not an option to specify a time line. I need to have the following attributes in the report. 1. Display Name 2. SAM account name 3. User Logon Count Please advise. Thanks.
LDAP otherPager never updates correct field in AD
We have a custom form for users to update their details on our Intranet. The General Attribute is Extension, which is linked to the custom attribute which calls otherPager as the LDAP name. When this is updated, it updates the Pager attribute rather than the otherPager attribute. Any ideas why this would occur?
How to filter real last login report to a specific timeline?
Hello, support. I need to run a real last login report to show the login count for a specific time range. The default real last login report does not seem to have to option to specify a time range ( ie. 1/2011-7/2011) Is there a way to make that option available? Thanks.
Customize "look and feel" of pages in AD SelfService Plus
We would like to have our institutional look and feel applied to all of the Self Service Plus pages. So far I have been unable to successfully make this happen. We would like our custom header and footer (sa well as color scheme) applied to every page. Any help would be appreciated. Thanks
Intergration of Reminders
At the moment, I don't think reminders are reaching their full potential in ServiceDesk Plus. I'd like to suggest some changes that would make them a lot more powerful: 1. When the email option is chosen, a hot-link to the call is included - allowing you to quickly go to the indicated call. If this is not practical, can we at least have the call # in the email? If you set multiple reminders you have to then poke around in "My Reminders" to figure out what call has just "reminded" you. I know that
frame relay sub interfaces ?
Hello, I wish yo could help me. I'd like to know if I can monitor frame relay sub-interfaces, if so what license pack you suggest me to buy. I have 25 remote sites interconected with Cisco 1841 Routers through serial interfaces, in my headquarter I have a Cisco 285. I was planning to buy 50 interfaces pack, those 50 interfaces are both physical and logical ?? Thanks
WARNING: Desktop Central's latest hotfix contains JS/Exploit-DialogArg.gen
Hello, I just installed your latest hotfix, ManageEngine_Desktop_Central_7_0_0_SP-2_30.ppm, for Desktop Central 7 and McAfee VirusScan Enterprise 8.8 detected JS/Exploit-DialogArg.gen at this location:ÞSKTOPCENTRAL_INSTALL_DIR%webappsDesktopCentralWEB-INFlibAdventNetDesktopCentralWeb.jarswMetering_jsp.class0004852.js McAfee Engine version: 5400.1158 McAfee AntiVirus DAT version: 6427.0 Please advise ASAP. Dan Bilodeau
Ip groups and port source/destination confusion
When adding for example an ip and port is this filter only showing traffic that is specified ip and destionation port. If I specify 10.0.0.1/24 port 58080 will this only show traffic with destination ip 10.0.0.1/24 and destination port 58080 or, wil it also show source port 58080 to 10.0.0.1/24 destination port any? I need to differenciatebetween sourc eport and destination port beacuse client use same destination port for two different applications(ip adresses) with a traffic report. Also in conversation
Addtional custom fields?
Hello, I am attempting to automate some paper driven processes by creating html forms and the API to create requests in ServiceDesk. Instead of using the text box to gather information I am using the custom fields to create new templates. The problem that I am have is that the number fields is limited so I cannot create all of the custom fields that I require. As a work-around, I am using some fields on different forms if it is the correct format for what i need, but the problem is the names don't
Backup config file life
Hello, Once device expert backs up the config file for a particular device. How does it get stored? I know it creates a zip file for the configs, however does it replace the last backed up config with current backed up config of the device, or it creates a new backup file with new name (eg date/time etc)? Thank you.
No matching resource found when attempting to setup remote password reset
I have a Linux password that I would like to remotely reset via PMP. With the resource selected, I go to the screen to setup the remote password reset configuration. I enter the 2 account names, select SSH, password authentication and select su. I get the following error: No matching resource found. Please check the configuraiotn details....
PMP and MS SQL
Hi Can you tell me if this product can use a MS SQL Server because my company refuses to use MYSQL - Thanks
How can I configure OpManager so that it does not take over so much memory on my server?
How can I configure OpManager so that it does not take over so much memory on my server? In my task manager, the biggest memory usage is from OpManager processes, and when I install more memory, it just uses that up too! Thanks.
OPmanager stop graphing and service hangs
Dear Team Support, MY OPmanager suddenly stop graphing and if i try to restart service opamanager via services Tab windows the stop start opmanger button become disable so i have to restart the server..what should i do thanks,
Bandwidth notification profile
Hello everyone, I hope have what will be a simple question. Currently we have one notification profile for all our routers. It alerts us if there is a bandwidth overuse, the device misses 1 poll, or there is a problem on the interfaces. My boss wants to put the bandwidth notification as a separate instance. That way when it happens the subject will say "Bandwidth overuse". I've created a separate profile, but it doesn't seem to work. I have set to notify when any selected threshold is violated. But
Wrong overdue status
Hi, There seems to be a problem with the overdue status. Operational hours are Mon - Fri, 09:00 - 18:00 1) Ticket created Jun 1, 04:11pm Timer start 2) Ticket changed status to awaiting user Jun 1, 04:20pm Timer stop (9 mins used) 3) Ticket changed status to In progress Jun 7, 06:32pm Timer start (none used) 4) Ticket changed status to awaiting user Jun 8, 09:41am Timer stop (41 mins used) OVERDUE Please see attached screenshot of the
Monitore all interface on router usins NetFlow
hi i use opmanager and i have netflow plug in i have cisco with more than one interface, i would like to know how can i monitor all interfaces traffic using netflow plug in. i tried to configure all interface but in router page its display only one interface withe green circle that telling me netflow is enable. http://www.m5zn.com/uploads2/2011/8/15/photo/081511040810f1bhfg6iy9pt6317ot.jpg thanks
Bug in the NCM plugin
Dont know if anyone has seen this behavior. In the NCM plugin we have our devices set to monitor for change management through the syslog. We typically go in and mark unauthorized changes (changes made outside of the NCM) as authorized in a review period. The NCM module will kick the user out and go back to the login interface for OpManager after authorizing three dates. You can sign back in, do three more and it will kick you out again. I am using the latest version of both OpManager and
Can we use a different delimiter field for parsing incoming email
We have the system setup with Admin > Mail Server Settings > Incoming set to monitor a particular mailbox. It is reading that mailbox successfully, and creating a new Request for each new email. A notification email is sent back to the submitter and in the Subject of that email we include the following (everything in between the quotes): "Request ID :##$RequestId##] ". If a reply is sent to that email notification (e.g. for Request ID 353), and the Subject contains "Request ID: ##353##", it adds
Netflow Analyzer Not Working
Netflow Analyzer is not receiving any traffic, the router is exporting traffic fine, just the app is not seeing anything. specs: cisco 2851, Win 2008 r2, Software Manage Engine Netflow Analyzer 9 Professional Plus. before I buy this software, need to make sure it works. configuration on router: ip flow-cache timeout active 1 ip flow-export source GigabitEthernet0/0 ip flow-export version 5 ip flow-export destination 10.xxx.xxx.xxx 9996 Flow export v5 is enabled for main cache Export source
REST API params for Group, Category, Sub-Category
I am writing a script to auto generate and close tickets based on Alerts/Alarms from our monitoring system. We use Owner Details and Category Details (group, category and sub-category) when creating requests in ServiceDesk Plus. In the API documentation (http://www.manageengine.com/products/support-center/help/adminguide/api/api-req-operation.html) I do not see any parameters for these items. Does this exist? Is there a way to set these parameters using a script? Here is an example of my script written
Cisco MIB 4510R-E
Do Somebody has the Catalyst 4510R-E MIB´s? I'm having trouble to monitoring it and i need those MIB to see if my problem get solved; or anybody of you have resolved this issue? Thnx N' Rgrds!
Enhanced ticket routing mechanisms for multiple sites
I would like to have the ability to create a business rule that can route to different sites. This would include the ability to assign requester to multiple sites. The current product is good, but we need to implement individual servers for each support area, which doesn't work very well.
Desktop Central Multiple issues
Hi Team, We are having the below issues please try to solve for us, we have an enterprise license from ManageEngine Ministry of Interior 1. Desktop Central old agents, old computers still available 2. Installation through GPO (not working through script, instead we need to use the software installation) 3. moving existinng agent from one Distribution to another 4. Multiple versions for same computers appears in list 5. Upgrade the server to the latest version, unknown error 6. Software inventory
SubTicket
Hi I have an aktiv ticket and i whant to create childticket to thisone
Changed Domain Policy to only use one OU, but users from other OUs are showing up in reports
I've changed our Policy Configuration to select only one OU. However, when I run the 'non-enrolled users' report, it lists users that are NOT in the selected OU. (We have an OU for 'real' users, which I want to be able to use ADSS, and an OU for internal, back-end "system" accounts, which I do NOT want to be able to use ADSS, since those are for other computers, not people.) How can I tell it to only look at one OU? Thanks, Karl
Browser support in SD+
What browser does SD+ officially support ? Sorry, but i have not found information about it. It seems full functionality is only in IE.
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